Supervisor Workspace for Contact Centers

Absolutely. Multiple supervisors can simultaneously access our management dashboard to monitor an agent’s voice and digital interactions, providing flexible team oversight.

However, for technical reasons, only one supervisor at a time can monitor an agent’s screen. Similarly, only one supervisor can take over a call to ensure a smooth customer experience without confusion.

Every supervisor action taken within our management dashboard is automatically tracked in Activity and Change Audit reports, giving you complete visibility for performance monitoring and compliance purposes.

Our team oversight capabilities capture all reskilling actions including:

• Skill assignments and removals
• Skill edits (activation, deactivation, proficiency changes)
• Timing and context of all changes

This comprehensive tracking ensures accountability while providing the flexibility supervisors need for effective performance monitoring.

Yes! The management dashboard enables customers to use their existing third-party ACD while still benefiting from unified team oversight through our Engagement Hub.

This flexibility means you can maintain your current telephony investments while gaining access to advanced performance monitoring capabilities across your entire operation.

Of course. Access control happens through CXone Mpower’s comprehensive Roles and Permissions system, allowing you to create custom profiles that control management dashboard visibility.

Our team oversight tools include a dedicated Supervisor section that lets you precisely control which team members can access specific performance monitoring capabilities — ensuring the right people have the right level of access.

Here’s how our performance monitoring works during hold:

• Supervisors can hear agent audio input when monitoring, coaching, or joining the call
• In join mode, customer audio isn’t available until the hold ends (protecting privacy)
• If a supervisor takes over the call, hold is automatically released, and the conversation resumes between supervisor and customer

This design ensures effective team oversight while maintaining appropriate boundaries.

Yes, supervisors can monitor consultations between two agents when in Focused mode using our management dashboard capabilities.

Supervisors can also join and coach during consultations, though their voice is only audible to the agent who initiated the consult. For customer experience reasons, supervisors cannot take over calls during agent-to-agent consultations.

Our management dashboard includes a dedicated SLA status view that shows real-time performance against targets, with automatic out-of-SLA alerts.

You’ll also get quick access to agent availability information and instant reskilling options for immediate resolution, turning SLA monitoring from reactive reporting into proactive performance monitoring.

Our performance monitoring capabilities let you:

• Provide remote assistance without customer awareness
• Record interactions on an ad-hoc basis for quality purposes
• Evaluate agent performance in real-time
• Coach agents during live interactions

These team oversight tools ensure quality standards are maintained while supporting agent development in the moment when it matters most.

Yes, screen monitoring is available even when agents aren’t handling contacts through our management dashboard. For compliance and privacy purposes, this capability can be enabled or disabled in the application settings.

This flexibility ensures you can maintain appropriate team oversight while respecting workplace privacy considerations.

Our management dashboard provides a complete 360-degree view of each agent including:

• Current state and upcoming schedule
• Active contacts being handled
• Capacity per channel and current usage
• What’s next on their agenda

This comprehensive visibility within our performance monitoring tools ensures you can make informed decisions about contact distribution and workload management in real-time.